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VanMagnus Systems
VanMagnus Systems, Engineer
Category: Printers
Satisfied Customers: 1151
Experience:  I have more than 20 years of experience in the Printer Hardware and Software support. A+ certified.
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HP ENVY 7645 printer will not print. Says in use but is not.

Customer Question

HP ENVY 7645 printer will not print. Says in use but is not. Wants me to re position printer cartridges and either shuts down or cancels print. Have to unplug printer to get it to get back to main menu.
Submitted: 10 months ago.
Category: Printers
Expert:  VanMagnus Systems replied 10 months ago.

Hello, and thank you for choosing JA for your support needs. Happy to assist you with this issue.

Has this happened in the recent past of the printer? How old is the printer? What was the printer doing when this happened?

Customer: replied 10 months ago.
Never happened before. Printer is two to three years old. I recently replace both black and white and color cartridges. It was sitting idle until I wanted to print a word document yesterday. Since then it has been telling me to re-position the print cartridges which I did, twice. It then cancels a printing job but just hangs in this status. When I turn it off by the switch it just hangs. I have to unplug it to get it back to the main menu. When I send it new print job it comes up with printer in use and we start again.
Expert:  VanMagnus Systems replied 10 months ago.

Ok. please do the following:

Unplug the printer for 20 minutes. Also, remove all cables from the printer. This is the first step.

Customer: replied 10 months ago.
I unplugged it last night for over twenty minutes. No cables attached.
Expert:  VanMagnus Systems replied 10 months ago.

Understood. So you did that yesterday?

Customer: replied 10 months ago.
Plugged it back in today. Got the same problems/error messages/hanging as yesterday.
Customer: replied 10 months ago.
I have to go out for a little while (4:26 pm EST). I will review e-mails when I am back.
Expert:  VanMagnus Systems replied 10 months ago.

Ok, let us do a RESET of the Printer:

1 Power connection to the printer
2 Connection to a power outlet
2. Look inside the printer and check for a green light indicating the printer is receiving electrical
power. If it is not lit, make sure the cord is fully plugged into the printer, or connect to another
power outlet.
3. Look at the On button located on the printer. If it is not lit, the printer is turned off. Press the On
button to turn on the printer.4. With the printer turned on, disconnect the power cord from the side of the printer under the
cartridge access door.
5. Unplug the power cord from the wall outlet.
6. Wait at least 90 seconds.
7. Plug the power cord back into the wall outlet.
8. Reconnect the power cord to the side of the printer under the cartridge access door.
9. If the printer does not turn on by itself, press the On button to turn on the printer.
10. Try using the printer again.

Let me know your results.

Expert:  VanMagnus Systems replied 10 months ago.

Did the RESET Procedure work, Sir or Madam?

Customer: replied 10 months ago.
Just back. About to try your suggestion.
Expert:  VanMagnus Systems replied 10 months ago.

Ok, let me know when you get a moment..

Customer: replied 10 months ago.
Done as instructed. Printer back on with following error message "Ink Cartridges Problem" Remove and reinstall indicated printer cartridge and press OK. Did change the color cartridge. Tried to print a word document and exact same error as above came up. Pressed OK and it is now cancelling a printing. Same as before when I tried removing the cable. Is this not a software problem? Is there anyway to reboot the printer?
Customer: replied 10 months ago.
Printer is still cycling through Printing canceled.
Expert:  VanMagnus Systems replied 10 months ago.

Did you see the last message?

Customer: replied 10 months ago.
It is now checking printer. I am here waiting.
Expert:  VanMagnus Systems replied 10 months ago.

Please remove all of the Ink Cartridges. Then use rubbing Alcohol and a Q-Tip to rub each of the Copper contacts on the back of the printer. Let then dry for five minutes for then try to print once more.

You did just replace an Ink Cartridge did you not? What color was it?

Expert:  VanMagnus Systems replied 10 months ago.

Back of each of the Ink Cartridges I meant to say.

Customer: replied 10 months ago.
No rubbing alchol in house. Other?
Customer: replied 10 months ago.
Printer thinks there is 100% color cartridge but 0% Black. But I replaced Black cartridge and it should be atleast 90%.
Expert:  VanMagnus Systems replied 10 months ago.

The Black is bad and must be replaced. Where did you fet it from?

Customer: replied 10 months ago.
Staples
Tried to see if it would copy. No luck, same print cartridge error.
Customer: replied 10 months ago.
I will get a replacement black Tuesday and see if that works.
Expert:  VanMagnus Systems replied 10 months ago.

The error only appeared after swapping out the old Cart for the new Black.

Customer: replied 10 months ago.
OK. I'll try a replace replacement black cartridge.
Expert:  VanMagnus Systems replied 10 months ago.

Excellent, please let me know the result.

Customer: replied 10 months ago.
I am at work. Once I've gotten a new cartridge I will try it out.
Expert:  VanMagnus Systems replied 10 months ago.

Ok. I will await updates from you.